Case Acceptance Philosophy

 

I want to introduce the level 5 case acceptance system 

If you recall, a system has multiple components. All components are essential and there's a specific sequence for implementation    

In the level 5 case presentation system, there are key elements that need to be understood if you want to be effective at moving your patient down the patient development continuum 

 

Case acceptance isn't the only goal of this system; referral intensity is another important objective

 

There are 7 steps to the system:

Preempts/Preframing 

Getting referrals and feedback

Takes place in the consultation

Two categories of preempts:

Preemptive Plans - insurance shortfall prevention 

Preemptive Scripts - “we don't push” script, “my job; your job” script, “alternatives to ideal treatment” script, “patient feedback negotiation” script, “referral negotiation” script

 

Preemptive Action: Applies to assertive and non-assertive personality types   

 

Compliance strategy that involves identifying known areas of confrontation or predictable patient turn-offs and then finding out where this negative information can be safely introduced  

 

Overcome the objections before they're even raised 

This prevents the patient from becoming negative and closing off 

Two areas of patient stress that can be addressed with preempts:

Financial - cost being more than the patient expected. Address with insurance shortfall prevention 

Treatment Overwhelm - patient's predictable, negative response to hearing that they need more treatment than they were expecting 

 

Back-up and think about the best time to introduce the bad news. The initial phone call is NOT the ideal time to give bad news

 

You want to present this information when the patient has completed and is handing in their health history - if you got their insurance information prior 

You can also do it on the second visit when you do your case presentation:

Diagnostic Presentation  

The First Close

Questions and Objections

The Second Close

Financial Arrangements 

Scheduling Treatment     

 

To successfully negotiate your position, you have to understand your opponents position better than they do

It takes far less energy to process patients in the preemptive environment than it does in a confronting environment. It just takes more energy to get it set-up and implemented

 

Engaging in preemptive activities is next to impossible if you routinely run understaffed.